Assistant Manager Customer Care

Responsibilities & Key Deliverables

Dealer Manpower availability, training plan for dealership, %age trained, %age certified                            
Adherance to M&M CI norms                            
Ensure Customer satisfaction in the state by CAPS improvement / NPS Score, DHC, C8, CCCF/1000, escalations, customer engagement programs etc - Speed & quality of concern closure ( Escalated concerns/ PSFs)                             
Workshop Processes & Mgmt Systems -  Ensure process parameters in place at workshops, adhering to Business Development Process, DMS, QLIKVIEW, Shop Floor Process, defining Dealer Role Holder Responsibility, Review & Recognition                            
Dealership Profitability - Ensure target achievement by adhering to to yearly Business Plan, Customer Retention, Qwik & Mech Bay Productivity, Bodyshop quality & efficiency, allied business                            
Channel reach & Manpower adequacy - Creation of new service points ( MDSCs/ MASCs/ MMTs), % of FTs with Serive reach, Training Plan Development & Adherence, Training Scores, Training Module, CoTEK Inhouse Training                            
Dealership Satisfaction Score    

Preferred Industries

Education Qualification

Graduate/ Post Graduate in Mechanical/ Automobile/ Mechatronics Engg

General Experience

Core Automotive customer care experience of 3-8 years